OPERATIONS MANAGEMENT

Assignment No. 1

Papyrush
One Stop Solution to all your Printing and Stationery needs

Submitted By,

Sr No. Name Roll No.

1 Abhishek p43187

2 Arnav Tevatia p43190

3 Badri Sai Shandilya p43193

4 Bhuvanesh RS p43195

5 Ediga Meghnath p43199

6 Khaliluddin Sarkazi p43203

7 Reuben Papang p43219

 Contents
List of Figures 3
Introduction to Papyrush 4
Transformation Process 4
Operation Strategy Dimension 7
Service Design 8
Activity Fit Map 11

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List of Figures
Figure 1- Transformation process 4
Figure 2 - Operation strategy Dimension (competitive advantage) 6
Figure 3 - Service design approach 7
Figure 4 - Service matrix 8
Figure 5- Activity Fit Map 9

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Introduction to Papyrush
Papyrush is a one-stop solution for all your print and stationery needs. We aim to solve the hassle
of traveling to stationery stores and waiting there for completing your work. We also aim to
provide all the specialized services that are not common at local stationery shops (like flex
printing, id card printings, rubber stamps, etc.) at your doorstep. All these services can be
accessed through our application and website, which sends your needs to our nearest stationery
partner who can perform the required task. Prices are competitive and definitely less than what
you pay at your local store. Different delivery options are available according to the requirement
of the customer.

The following report presents a detailed look into the service highlighting the transformation
process, operation strategies, activity maps, and factors affecting the facility.

Transformation Process

The Transformation Process necessitates the existence of a mobile application and website for
service delivery. It must contain the following features:

1. User registration and login: Users would need to create an account and log in to access
the app's features.
2. Product catalog: The app would display a catalog of available stationery items, including
images, descriptions, and pricing information.
3. Shopping cart: Users could add items to a virtual shopping cart and view their order total
before checking out.
4. Payment options: The app would support various payment options, such as credit/debit
cards, Google Pay, or other digital wallets.
5. Delivery Time options: There should be options for same-day delivery, next-day delivery
and Quick Delivery (within a few hours). Faster delivery times will require a premium on
price.
6. Order tracking: Users would be able to view the status of their orders and track their
delivery progress.
7. Push notifications: The app would send push notifications to users to keep them informed
about the status of their orders and any special offers or promotions.
8. Customer service: The app would include a feature for customers to contact customer
service with any questions or issues.
9. Reviews and ratings: Users would be able to leave reviews and ratings for merchants,
products and the service they received, which would be visible to other users.

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 10. Search and filter: The app would have a search bar and filter options to help users quickly
find the items they need.
11. Personalization: Users could customize the products like add names on the product,
choosing a font, color, etc.

Figure 1- Transformation process

Step 1:
A customer places an order for a particular product or service on the Papyrush app/ website. The
order is processed by the backend service. This will handle order placement, processing, and
tracking. It would also handle communication with the inventory management system, which in
the short run will communicate with merchants regarding inventory. In the long run Papyrush
aims to implement backward integration to store its own inventory and equipment.

Step 2:

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The order is forwarded to a delivery partner (2a) and the merchant (2b). The delivery merchant is
notified of the order pickup location, order details, delivery timing and customer drop off
location. The merchant is notified of the order details and delivery speed requirements.

Step 3:
The delivery partner is then required to pick up the delivery order from the merchant.

Step 4:
The delivery merchant then delivers the order to the customer location and obtains an OTP to
verify that the delivery has been completed.

In order to improve the service delivery and customer satisfaction, some processes could be
implemented in the near future:

1. Implementing route optimization software: By using routing software, the delivery

service could optimize the routes for its delivery vehicles, reducing travel time and fuel
consumption, which can save costs and also reduce the carbon footprint of the company.
2. Implementing a real-time tracking system: By providing customers with real-time
tracking information, the delivery service could increase transparency and accountability.
This can also help customers plan for the delivery and be aware of any delays that might
occur.
3. Partnering with other companies: By forming partnerships with other companies, the
delivery service could expand its reach and offer a wider variety of products. This could
also open up new opportunities for cross-promotion and increased sales.
4. Implementing a recycling program: By implementing a recycling program, the delivery
service could not only help the environment but also promote its sustainability efforts,
which can be a positive image for the company.
5. Utilizing drones and robots: By using drones or robots for deliveries, the delivery service
could reduce labor costs, increase speed and efficiency, and reduce the risk of accidents.

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Operation Strategy Dimension
In e-commerce, the operational strategy dimension refers to the specific tactics and actions that a
business uses to manage and improve its day-to-day operations. Logistics & fulfillment, stock
management, customer support, and even the underlying technology might all fall under this
category. An important part of an e-commerce business is its operational strategy, which can
have a big effect on the overall efficiency and effectiveness of the business as well as the
customer experience. Scalability, adaptability (Competing on Response), Uniqueness
(Competing on Differentiation), and cost-efficiency (Competing on Cost) are some of the most
important features of a winning operational plan.

These strategies play a pivotal role in achieving Competitive Advantage through Operations.
where Idea is to create customer value in an efficient and Sustainable way. (Heizer, Render,
Munson, Sachan, 2022)

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 Figure 2 - Operation strategy Dimension (competitive advantage)

In addition to Strategy Dimension, the Operation Design Dimension (ODD) is a framework used
to design and evaluate systems that support human operators, such as control rooms or other
human-machine interfaces.

Service Design

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 Figure 3 - Service design approach

Figure 4 - Service matrix

Service operations will depend on the needs of our customers. The main motive behind this
service is to satisfy the need for hard copies of whatever is present on the internet or soft copies
and make this very convenient. We will offer the quick home delivery of print-outs, spiral books

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(PDF), and other stationery items. These products will be delivered by newspaper delivery boys
for next-day deliveries and special delivery partners for quick delivery. We will connect every
already existing stationery shop owner who has his/her shop near educational institutions and
residential areas. Initially, we will target educational institutions and residential complexes, and
ultimately, we will increase the range of our service to small and large corporations.

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Factors affecting the service facility
We know that due to change of consumption patterns and internet business, the operating
conditions of stationery business are going from bad to worse (Peng Lu, 2021). For maintaining
confidentiality, several organizations will not use this service. Due to this, initially we have to
focus on educational institutions only. This service may increase the demand for paper which
puts adverse impacts on the environment (Kempner, 2016). Proper reach is mandatory for the
success of Papyrush. For this, we will have to invest in advertisements and on any application as
well. With all these, we will have to be sure about some factors which can affect our service
directly and indirectly. These factors are as follows-

1. Capacity
The term "capacity" is used to describe the potential for producing a certain volume of
our service. At the initial stage, organizations may not use our service in spite of having
the capacity to reach them.
2. Location
Appropriate location prioritization for customers and merchants, will be the backbone for
our service because it can make our service cost efficient.
3. Layout
Here, we are using existing stationery owners who have their own setups. We will just
choose the right stationery owners after that we can differentiate our service in terms of
response. For this, we will have to develop an application or website to link these owners
4. Process
The process of our service is simple because we are using already existing resources. We
can differentiate our services

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Activity Fit Map

Figure 5- Activity Fit Map

The activity map shown depicts the competitive advantage that our service delivers by providing
customer value through our 4 main differentiators:
● Competitive Pricing - Printing and stationery costs are significant for corporates,
educational institutes, and even students. Hence low prices offered and discounts for bulk
orders can help attract customers. When an identified stationery partner has high demand,
process optimization for the provider can further help to maintain cost advantage.
○ After operating for 2-3 years and getting enough data this competitive pricing
advantage can be further strengthened by becoming a low-cost supplier for our
stationery partners and also opening new centers at strategic locations having high
demand. This will also open a new income stream for the company.
● Convenience - In order to get bulk discounts on prints and other stationery items,
students and small companies have to go to vendors that are far away, this takes up a lot
of time both because of traveling and waiting in long queues at the stationery shop. Our
service provides doorstep service to satisfy the needs of the customer.
● Wide Range of Services - All stationery items and printing-related services like
lamination, spiral binding, flex printing, and many more specific needs of the customers
can be satisfied on one single application.
● Quick Service - Fast service by appointing delivery partners for long-distance deliveries
and delivery to near locations by the stationery partner’s staff can help deliver the orders
on time. Live tracking of processes can help provide transparency to the customer.

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References
● Heizer, Render, Munson, Sachan. Operations Management sustainability and supply
chain management. Pearson. 12th edition, 2022
● Rishab Bhat, Prof. Altaf Taher Shah, Prof. Dr. Amol B. Kasture. “A study and
implementation of stationery store in digitalized mode: online stationery store”. IJIRMPS
Volume 6, Issue 5, 2018 (SOIT – ADYPU)

http//efaidnbmnnnibpcajpcglclefindmkaj/https://www.ijirmps.org/special-issues/1/17.pdf

● Kempner, D. (2016, 06 12). Impacts of Paper on the Environment. Retrieved from

aiim.org: https://community.aiim.org/blogs/dennis-kempner/2016/12/06/impacts-of-
paper-on-the-environment
● Peng Lu, Z. L.-W. (2021). The study of charm factor of stationery shop. Application of
Mathematical Theory in Product Design and Management Development.

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